Case Study
How Hanwha Vision Modernized Their Customer Support Through Zendesk and SugarCRM
Introduction
As Hanwha Vision America shifted to customer-facing support, its Zendesk setup couldn’t scale, limiting visibility and performance.
Partnering with Atlantic, they reimplemented and customized Zendesk, integrated SugarCRM, and introduced data-driven workflows to improve efficiency and customer experience.
Client Overview:
Industry: Security & Surveillance Technology
Company Size: Enterprise
Locations: Global Presence
Case Study Overview
The Challenge
- Generic, out‑of‑the‑box Zendesk setup that didn’t reflect real support workflows
- No consistent issue classification, limiting reporting and trend analysis
- Disconnected systems, creating data silos between Zendesk and SugarCRM
- Limited training and adoption, leading to underused platform capabilities
- Poor visibility into KPIs, slowing decision‑making, and continuous improvement
The Solution
- Implemented structured ticket classification for faster resolution and cleaner data
- Integrated Zendesk with SugarCRM, enabling a unified customer view
- Created custom reports and dashboards aligned to executive and operational KPIs
- Optimized the Help Center and knowledge base for customers and agents
- Built ticket forms and workflows that captured the right data at the right time
- Configured roles, permissions, and workflows to match real‑world operations
Business Impact
- Customer Satisfaction Score improved from 70% (2021) to 84.3% YTD (2024)
- Support team scaled from 7 to 14 agents
- 26,000+ calls handled year‑to‑date without degrading experience
- Faster resolutions and more consistent service delivery
Why Atlantic for Customer Support Software Optimization
Atlantic goes beyond implementation by aligning platforms like Zendesk with business strategy to unlock real value from existing systems.
The result is a support system that drives growth, scales with your business, and empowers teams with data they can actually use.
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